IT Support & Help Desk Specialist
Join our mission to provide a comprehensive continuum of care for people in Louisiana, encompassing primary care, behavioral health, and substance use disorder treatment. Help save lives at OHL!
Job Summary
Odyssey House Louisiana, Inc. is seeking a full-time, exempt IT Support & Help Desk Specialist. The schedule for this position is Monday-Friday 8am-5pm, with flexibility that may require working evening, nights, holidays, and weekends for emergency situations.
The IT Support & Help Desk Specialist provides on-site, first-line technical support for Odyssey House Louisiana's workforce across all nine program locations, sharing Tier 1 responsibilities with the agency's managed services provider. This position manages the internal help desk queue, resolves hardware, software, account, network, and mobile device issues, and keeps staff working so they can focus on client care.
The Specialist supports the agency's core technology environment, including (but not limited to):
- End-user devices: Windows laptops and desktops, Chromebooks, iPads, printers, and peripherals
- Agency mobile phones and Mobile Device Management (MDM)
- Microsoft 365 (Outlook, Teams, SharePoint, OneDrive) and multi-factor authentication (Duo)
- Help desk ticketing and coordination with the agency's managed services provider
- Tier 1 user support for the Electronic Health Record, with troubleshooting ability and escalation to the EHR team
DUTIES & RESPONSIBILITES
It is the duty and responsibility of the IT Support & Help Desk Specialist to:
- Ensure that all HIPAA, 42 CFR Part 2, and related security measures are followed at all times;
- Manage the internal help desk queue: triage, prioritize, resolve, and document tickets within established response times, routing issues to the managed services provider when they fall within its scope;
- Troubleshoot and resolve hardware, software, printer, network, and connectivity issues in person and remotely;
- Manage user accounts across Microsoft 365, MFA, shared mailboxes, distribution lists, and building access badges;
- Execute new hire onboarding and employee offboarding, including account setup, device issuance, access removal, and equipment recovery;
- Deploy, configure, and track agency laptops, desktops, tablets, and mobile phones, and maintain accurate asset records and sign-out documentation;
- Administer agency mobile devices through MDM, including enrollment, policy compliance, and lost or stolen device response;
- Provide Tier 1 EHR user support (log-in issues, password resets, basic navigation) and escalate complex issues to the EHR team;
- Assist the EHR & Data Sytstems Manager as the agency's on-site liaison to the managed services provider; escalate issues to and coordinate with the managed services provider and technology vendors (internet, phone, printer, and carrier) to ensure timely resolution;
- Identify recurring issues, recommend permanent fixes, and proactively address problems before they generate tickets;
- Build and maintain help desk documentation, knowledge base articles, and how-to guides for staff;
- Support agency security practices, including responding to reported phishing, reinforcing the AI Acceptable Use Policy, and reporting suspected security incidents immediately;
- Set up and support conference room technology, video conferencing, and hybrid meetings;
- Assist with new staff orientation and provide technology training to staff (both remotely and in-person);
- Support IT projects such as workstation refreshes, site setups, and system rollouts as assigned;
- Participate in a rotating after-hours on-call schedule for critical issues and;
- Perform other duties as assigned.
MINIMUM QUALIFICATIONS
Minimum qualifications include the following:
- High school diploma or GED; Associate's degree or relevant IT certification strongly preferred
- 3+ years of help desk, desktop support, or IT support experience
- 3+ years of experience in healthcare, behavioral health, or a nonprofit setting
- Hands-on experience with Windows 10/11, MacOS, Microsoft 365 administration, and Active Directory or Entra ID
- Experience with a help desk ticketing system and documenting resolutions
- Experience supporting mobile devices and printers
- Demonstrated ability to work independently, manage a ticket queue, and prioritize without close supervision
- Self-starter who takes initiative, follows issues through to resolution, and looks for root causes rather than quick fixes
- Strong customer service and communication skills, with the ability to explain technical issues in plain language
- Valid Louisiana driver's license and reliable transportation
PREFERRED QUALIFICATIONS
Preferred qualifications include the following:
- Bachelor’s Degree in Computer Information Technology, Statistics, or related field
- CompTIA A+, Network+, or Security+ certification, or Microsoft 365 certification
- Familiarity with HIPAA and 42 CFR Part 2 privacy requirements
- Experience with Mobile Device Management (MDM) platforms
- Exposure to Electronic Health Record (EHR) systems
- Experience working alongside a managed services provider (MSP)
- 5 years of healthcare or public health experience
- Demonstrated experience in Microsoft Power BI dashboard/report development
- Familiarity with clinical informatics and population health reporting
Compensation and Benefits
Competitive Compensation and Benefits package includes insurance (health, dental, vision, life, long-term and short-term disability), leave benefits and 401k match.